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Contributor
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Message 1 of 17

Losing Internet Connection for Brief Periods Several Times a Day

Starting about a week ago my home hub has been losing the internet connection several times a day. The light on hub goes orange and the internet is gone. Resetting the hub doesn't help, but after several minutes the light goes blue again and the internet is back. So I have quit resetting the hub when this happens; I just wait for the connection to return, which usually happens within 5 minutes or so. As I don't ordinarily see the hub, I don't know whether this happens only when I am active or at other times when I'm not online (though both my phone and my laptop are probably talking to the hub all the time). Prior to the recent onset of this problem my internet has been rock solid ever since I upgraded to Infinity. Is there anyway to diagnose whether or not the problem is in the hub itself before I contact BT to register a fault and ask for an engineer to investigate?

 

Thanks for any assistance!

 

Here's the data that the hub is reporting about itself:

 

Product name:

BT Hub 6A

Serial number:

+084319+NQ63553485

Firmware version:

SG4B1000B316

Firmware updated:

31-Jul-2017

Board version:

1.0

Gui version:

1.64.0

DSL uptime:

0 Days, 0 Hours 24 Minutes 19 Seconds

Data rate:

20.00 Mbps / 80.00 Mbps

Maximum data rate:

33534 / 104587

Noise margin:

15.5 dB / 13.2 dB

Line attenuation:

15 dB

Signal attenuation:
 
VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

65539 MB Uploaded / 86021 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

[redacted]

2.4 GHz wireless channel:

Smart (Channel 11)

5 GHz wireless network name:

[redacted]

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

88:A6:C6:23:71:5F

Software variant:

-

Boot loader:

7.33.1

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16 REPLIES 16
Distinguished Sage
Distinguished Sage
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Message 2 of 17

Re: Losing Internet Connection for Brief Periods Several Times a Day

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

 

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Contributor
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Message 3 of 17

Re: Losing Internet Connection for Brief Periods Several Times a Day

No noise that I can hear!
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Distinguished Sage
Distinguished Sage
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Message 4 of 17

Re: Losing Internet Connection for Brief Periods Several Times a Day

have you tried the test socket with a filter to eliminate any problems with internal wiring?



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Message 5 of 17

Re: Losing Internet Connection for Brief Periods Several Times a Day


@cowshill wrote:
No noise that I can hear!

Which one of these sockets looks like your master socket?

 

 

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Contributor
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Message 6 of 17

Re: Losing Internet Connection for Brief Periods Several Times a Day

________________________

imjolly wrote:

have you tried the test socket with a filter to eliminate any problems with internal wiring?

________________________

 

Well, no, I haven't actually, because it's a pain to get at it to do that, I've done it a few years ago, and I only have the master socket with no other wiring beyond it.

 

_________________________

 

 

 
 
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Message 7 of 17

Re: Losing Internet Connection for Brief Periods Several Times a Day

As @imjolly has said, you need to check at the test socket. A poor connection between the front of the master socket, and the test socket, is a common problem, as they simply plug into each other, and oxidisation can occur.

 

I assume you must have the home hub plugged into an extension socket then?

 

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Aspiring Expert
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Message 8 of 17

Re: Losing Internet Connection for Brief Periods Several Times a Day


@Keith_Beddoe wrote:

.

 

I assume you must have the home hub plugged into an extension socket then?

 


How is that assumed when Cowshiil said " I only have the master socket with no other wiring beyond it."

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Contributor
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Message 9 of 17

Re: Losing Internet Connection for Brief Periods Several Times a Day


@Keith_Beddoe wrote:

As @imjolly has said, you need to check at the test socket. A poor connection between the front of the master socket, and the test socket, is a common problem, as they simply plug into each other, and oxidisation can occur.

 

I assume you must have the home hub plugged into an extension socket then?

 


Okay, I'll do the test socket, but of course since my problem is intermittent I will have to leave it for a day or more to see whether there is still a problem.

 

And, no, as wrote above there is no extention socket or any other wiring beyond the master. My master socket looks like this:

 

2017-11-28 14.47.07.jpg

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Message 10 of 17

Re: Losing Internet Connection for Brief Periods Several Times a Day

It was only that @cowshill said it was a pain to get to, I assumed the home hub must be on an extension lead of some sort.

 

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